Jobs, fresher vacancy - Field Service Desk Side Engineer • UK

Company: wavenet

UK

Job DescriptionAs part of its service portfolio, Wavenet provides on-site, desk side support to Costain. We are looking for a Desk Side Engineer to join our team, providing professional, on-site IT support for incidents and complex service requests that cannot be resolved remotely.This is a client-facing role, requiring strong technical expertise, effective communication, and the ability to deliver an excellent service experience. You’ll act as the on-premise representative of the IT service function, ensuring that users feel supported and issues are resolved efficiently.What You’ll Be DoingResponding to incidents and service requests escalated from the Service Desk that cannot be resolved remotely.Providing on-site support for Microsoft Windows 10 desktops, Microsoft Office applications, Antivirus, Defender, and Encryption solutions (training will be provided).Owning incidents and service requests from assignment through to resolution, ensuring clear and timely communication with users.Updating and maintaining accurate records in the Wavenet IT Service Management System (ITSMS).Liaising with subject matter experts or other resolver teams when required, while keeping users informed.Supporting the evaluation and reporting of new products or applications as defined by the Costain Head of IT.Ensuring adherence to all documented processes, procedures, and service standards.Escalating high-priority (P1/P2) incidents to the Service Desk Supervisor or Costain Service Account Manager.Maintaining a professional and objective approach at all times, enhancing the service perception within the Costain user community.What Success Looks LikeTimely call handling and accurate resolution of incidents requiring advanced technical skills.Consistently updated service tickets with detailed, professional communication.Positive feedback from Costain users, with clear expectations and priorities established.Effective collaboration with the Service Desk and other resolver groups.Contribution to continuous improvement by identifying and reporting process inaccuracies.